If you are unable to send or receive emails, the issue may be related to your mailbox, DNS settings, email configuration, or email application. Please follow the steps below.
1. Check Your Mailbox Storage
Log in to cPanel → Email Accounts and check your mailbox usage.
If your mailbox is full:
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Delete unnecessary emails.
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Empty the Trash/Deleted Items folder.
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Increase the mailbox quota if required.
A full mailbox may prevent new emails from being received.
2. Test Your Email Through Webmail
Log in to your mailbox through cPanel → Email Accounts → Check Email.
Send a test email and ask someone to send you a test email.
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If Webmail works, the issue may be with your email application such as Outlook or your mobile device.
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If Webmail also does not work, continue with the checks below.
3. Check Your Email DNS Records
Go to cPanel → Domains → Zone Editor and verify that your domain's MX records point to the correct mail server.
If you use an external email service such as Google Workspace or Microsoft 365, your MX records should point to that service.
4. Check Email Routing
In cPanel, go to:
Email → Email Routing
Make sure the routing option matches where your email is hosted:
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Local Mail Exchanger – email is hosted on this hosting server.
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Remote Mail Exchanger – email is hosted on another mail server.
5. Check Email Delivery
Go to:
cPanel → Email → Track Delivery
Check the delivery status of the affected email.
If an error is shown, note the exact error message. It can help identify whether the issue is related to the recipient address, authentication, mailbox storage, or the receiving mail server.
6. Check Spam or Junk Folder
If an email was successfully sent but you cannot find it:
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Check your Spam/Junk folder.
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Search your entire mailbox.
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Check your email filters and forwarding settings.
7. Check Your Email Application Settings
If Webmail works but Outlook, Thunderbird, or your mobile email application does not, verify:
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Full email address as the username
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Correct email password
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Correct incoming mail server
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Correct SMTP server
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SMTP authentication
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Correct port and encryption settings
8. Check Email Authentication
If your emails are being rejected or delivered to spam, your domain's email authentication may need to be checked.
These include:
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SPF
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DKIM
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DMARC
You can check the status from cPanel → Email → Email Deliverability, if available.
9. If You Are Still Unable to Send or Receive Email
If the issue continues after completing the above checks, please contact our support team with:
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Your domain name
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Affected email address
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Whether you cannot send, receive, or both
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The exact error message
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Approximate time when the issue occurred
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Screenshot of the error, if available
This information will help us investigate the issue more efficiently.
